Repair deadlines

When you ask for a repair, we give the work a deadline – depending on how urgently it’s needed.

The first appointment you are offered will be before the deadline.

Emergencies
We will attend in either 3 hours or 24 hours. This is dependant upon the serious nature of the fault.

To be an emergency, the repair has to be a threat to your health, safety or security – like a major water burst. Some jobs are emergencies only if a vulnerable person like a young baby, elderly person or disabled person lives in your home. See what is an emergency.

Urgent
We will give you an appointment to attend within 5 days.

Examples include a toilet cistern ball valve, a broken bath panel or re-hanging a kitchen unit door.

Routine
We will give you an appointment to attend within 21 days.

Examples include a leaking or blocked gutter or damaged roof tiles.

Long term or cyclical repairs
We will attend within 6 weeks.

We cannot give you an appointment for these repairs, but we can give you a deadline. Examples of these repairs include fitting a new damp proof course, a new external door or new window frame.